Support Analyst

Breach Secure Now; United States; Remote; USD 70,000 - 85,000; Full time

Job summary

Breach Secure Now is seeking a Support Analyst to provide exceptional technical assistance to users and partners. This fully remote role requires strong customer service and problem-solving skills. The successful candidate will guide users through troubleshooting and best practices while collaborating with a dedicated support team. Join a dynamic company committed to cybersecurity and employee growth, offering competitive compensation and benefits.

Benefits

Health & Dental Insurance

401K Plan with Company Matching

PTO & Paid Holidays

Qualifications

• Experience in customer-facing roles with strong customer service skills.
• Ability to explain technical issues to both technical and nontechnical users.

Responsibilities

• Serve as the first point of contact for users seeking technical assistance.
• Create and update service requests in the Help Desk issue tracking system.
• Educate users on proper software utilization.

Skills

Customer Service

Problem Solving

Communication

Analytical Skills

Education

Bachelor's degree in Computer Science

Tools

Microsoft Entra/Exchange

Zendesk

Jira

Microsoft Office Suite

Job description

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Breach Secure Now is hiring a Support Analyst to join our growing Support Team. In this position, you will deliver exceptional technical assistance with a customer-focused approach to our users and partners as they navigate our innovative platforms.

As a fully-remote team member based in the US, you will work from your home office during standard business hours in the Eastern Standard Time Zone. You will have access to the necessary tools for seamless collaboration with colleagues across the country, ensuring efficient communication with the team and our partners.

You will provide essential support and technical assistance to end users and partners utilizing our platforms, guiding them through task completion and troubleshooting issues via diagnostic tests and remote support sessions. We consider the mission of the Support Team to be a pivotal service role within our organization. This position demands outstanding customer service and communication abilities, adept problem-solving skills, and a proficiency in implementing established best practices.

Primary Responsibilities:

• Serve as the first point of contact for users seeking technical assistance over multiple communication channels such as phone, e-mail, live chat, or remote meeting session following SLA requirements
• Create and update service requests in our Help Desk issue tracking system
• Educate users and walk them through proper ways to utilize software to resolve issues
• Assist end users on the use of client services and best practices
• Escalate unresolved issues to the next level of support personnel
• Identify and suggest possible improvements on procedures
• Participate in QA testing of bug fixes and or necessary regression testing of the system once fixes are in place

Qualifications:

• Bachelor's degree in Computer Science or related field, or equivalent experience
• Demonstrated aptitude and experience in customer-facing roles, with strong customer service skills
• Extensive Managed Service Provider (MSP) support experience is a plus
• Proficiency with Microsoft Entra/Exchange, Zendesk (Admin Role) and Jira is preferred
• Leadership experience managing a small team is preferred
• Excellent verbal, written, and interpersonal communication skills
• Strong analytical and problem-solving skills
• Superior understanding of computer hardware and software systems
• Ability to prioritize tasks and to delegate them when appropriate
• Proficient with Microsoft Office Suite or related software
• Ability to explain technical issues to technical and nontechnical employees and customers
• Proficient with or the ability to quickly learn an array of computer hardware and software

About Us:

Breach Secure Now is a channel focused vendor that specializes in the human element of security. We help MSPs by combining key components needed to identify, educate, and manage employee vulnerabilities. We are a fully remote SaaS company focused on providing cybersecurity & compliance solutions to our clients.

We pride ourselves on our innovative, engaging and collaborative company culture. We provide team members with extensive on the job training and career advancement opportunities. At Breach Secure Now, you will find opportunities to grow as a professional, develop new skills, and gain experience in the rapidly growing cybersecurity industry.

We offer competitive compensation and benefits, including health & dental insurance, 401K plan with company matching, PTO & paid holidays. Breach Secure Now is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all team members.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology, Customer Service, and Training

• Industries

  IT Services and IT Consulting, IT System Training and Support, and Technology, Information and Media

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Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

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